By Kasturi Datta |
Pennsylvania’s First Resource Bank is using Altigen’s native Microsoft Teams platform, CoreEngage, to modernise its contact centre and improve customer service with AI-powered insights.
The bank integrated CoreEngage with Microsoft Teams Phone to create an AI-powered customer engagement platform. The platform enables employees to remotely handle customer calls and managers to analyse call patterns to help with staff training and inform response strategies.
With CoreEngage’s AI-powered insights, employees can continue to provide human-to-human customer service while also benefiting from automated call recording, transcription summaries and call categorisation.
Altigen helped the bank with the onboarding process and deployment of CoreEngage through a range of training resources. Since its implementation, the bank is continuing to expand its use of the platform through the integration of Microsoft tools, including Power BI for advanced reporting.
“The help and training Altigen provided us was awesome,” said Brian James, executive vice president and chief information officer at First Resource Bank. “It’s clear that the team cares and takes ownership of what they’re working on.”